I was lied to from the start by the sales person, who stated that the upfront payment that was taken (3 months initial rental equivalent) at application stage was actually the initial rental and subsequent rentals would start a month after vehicle being delivered. I found this out later not to be the case. I found your customer service staff unprofessional and unhelpful and at most times did not have answers to questions I asked. A particular staff member in customer service (Louise, I think) tried her hardest to avoid my calls at one stage and insisted other members of staff dealt with my query. The total dismay of any kind of compliance and customer service led me to loose "my rag" ... Not to mention the mis representation of the transaction that was taken by Matthew to secure the deal ... Very shocking .. will certainly not be using Vans direct in the future, even if it costs me more!! Money is something but not everything .. service with a smile goes a long way!!